March 2010 – ontimemall.com

[AnonymousParticipant]

Website: http://www.ontimemall.com/

Description: On Time Mall is an internet based parts distributor. What makes them unique is that their founder Jay Guliano is a retired heating & AC contractor. He sold his first AC business in 1999 and then decided he was too young to retire after all. With nearly 30 years of industry experience at the time, Jay launched On Time Mall in 1999 as something to keep him busy.

“Eleven years later it has grown to become the largest indoor air quality parts house in the USA. We specialize in indoor air quality and industrial controls and showcase them on eight different websites. Our clients are wholesalers, contractors and the end user. With over one hundred different manufacturers to represent, we stay quite busy editing our websites’ databases and assisting our worldwide clientele,” states Jay of On Time Mall.

Technologies Used: He continued, “We use ShopSite as the shopping cart on all our websites. Custom templates were created for us by Merchant Corner which include multiple photographs for our product detail pages as well as zooming capabilities, owner’s manuals and video links. Custom shopping cart and checkout pages were also developed to provide continuity and ease of checkout.

Over a year ago we added McAfee Secure and Live Person Chat. Recently we added the BBB logo as well. All of which create a more trustworthy appearance for our clients. Live Person Chat has enabled us to quickly and easily answer simple questions and reduce inbound phone calls.

We use Order Manager to import sales from each of our sites twice daily. Order Manager has enabled us to more easily answer all of our clients’ questions after the sale is made as well as capture the credit card funds as we ship our products. Product reviews were just added as well and we have high hopes for it adding to our success.

Advice / Tips: “My suggestion to other webmasters is to include as many quality photos and videos as possible. Use Google Analytics to track your closure and bounce rates so you can compare your various sites to each other. Make your sites as simple to navigate as possible. There are many more novice internet users out there than you can imagine.

Prominently display your contact information so your clients have multiple options (chat, email and phone) to reach you. Answer the phone when clients call. Many of our clients are surprised to find us answering the phone when they call after dialing our competition to get no answer. There are many users out there that do not want to place orders online or cannot figure out how (no matter how simple you make it). Those are lost opportunities for companies without a team of CSRs. Also, use a focus group for all major website changes, logos and major graphics. Often the focus group chooses something different than our staff chose. It is hard to see the forest through the trees.

We love LexiConn, especially since for years prior to switching to LexiConn we used a different provider and had a totally opposite experience with them.”

[Author]

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